“The New Balance of Power in Call Centers—Agents, Agents, and the Customer” – A Report on the First oneDynamics Conference

AI agents, human agents, and the customer: on November 4, at Microsoft’s headquarters in Warsaw, we discussed how these three work together in a modern contact center. We organized the conference “The New Balance of Power in Call Centers—Agents, Agents, and the Customer” in collaboration with Microsoft and ALSO Group. We structured the program to follow the path a service request takes: from the customer’s initial contact, through automation and the agent’s work, to the manager’s decisions.

Dynamics 365 Contact Center Live

Instead of slides, we demonstrated working solutions:

• End-to-end scenario: Mateusz Wasiluk, a Senior Consultant at oneDynamics, demonstrated customer service in Dynamics 365 Contact Center in a two-part demo. The scenario integrated CRM, Customer Service , and Marketing, so it was clear how data from the conversation is passed on to sales and communications.
• Voice bot and telephony: Bartosz Pawlak, a Dynamics 365 Contact Center Consultant, and Denis Brzeziński, Sales Manager at oneDynamics, launched a voice bot and integrated it with a SIP trunk right in front of the participants.

Market Experience

• Da Grasso: Jarosław Cichosz, Head of Technology & Digital, and Maciej Hiller, Sales Digitalization Manager, explained how the chain is developing its customer service and what “omnichannel” means for it in practice.
• Global Trends: Paweł Brudny, Senior Solution Engineer at Microsoft, spoke about the direction in which contact centers are heading worldwide and what customers expect today.

What does the future hold for contact centers?

The day concluded with a panel discussion featuring the following participants:

• Jarosław Cichosz, Head of Technology & Digital, Da Grasso
• Robert Małek, AI & Automation Leader, InterRisk
• Paweł Brudny, Senior Solution Engineer, Microsoft
• Grzegorz Szmyd, Country Manager, AudioCodes

The panelists discussed:

• the role of AI and voicebots in customer service,
• digital and omnichannel as the standard, not an add-on,
• the new role of humans alongside automation.

We would like to thank all participants, speakers, and panelists for their attendance, insights, and conversations. We also thank our partners, Microsoft and ALSO Group, for helping us organize the event. This was our first conference, but it certainly won’t be our last!